Australian Mortgage Team Leader

2 weeks ago

Quezon City, National Capital Region, Philippines Intogreat Solutions Philippines Full time

Job Highlights

  • Hybrid Work Set-Up, Work-Life Balance
  • Day 1 HMO w/ 2 Free Dependents and Life Insurance
  • Dayshift, and Weekends Off

Prior Experience/Skills

  • Bachelor's degree in a related field, or equivalent experience.
  • At least 2-3 years of experience in the Australian mortgage industry.
  • Experience of coaching staff (diagnosing skill gaps and teaching them) as a minimum requirement.
  • Knowledge of lender policies and services, as well as industry regulations and compliance requirements.
  • Strong presentation and facilitation skills, with the ability to engage learners and promote knowledge retention.
  • Excellent communication and interpersonal skills, with the ability to build relationships with diverse stakeholders.
  • Strong organizational and time management skills, with the ability to manage multiple priorities and deadlines.
  • Proficiency in Microsoft Office and other relevant software tools.

Job Overview:

Job Summary: We are in search of an enthusiastic and seasoned team leader to oversee our mortgage training academy. The ideal candidate will take charge of improving, implementing, and executing training initiatives for our mortgage loan processors, ensuring they possess the expertise and capabilities essential for delivering outstanding service to our clients. As a vital member of our Operations leadership team, you will report directly to the Operations Manager. Your primary responsibilities will involve strategising, mentoring, and managing day-to-day team operations and tasks to support a team comprising 15 to 20 staff members in delivering exceptional outcomes that exceed client expectations. This role presents an exciting opportunity to influence our overall operations, enhance employee engagement, and shape our organisational culture through effective process documentation, refinement, and training for optimal knowledge transfer and retention.

Key Responsibilities:

Mortgage Training Academy

  • Design, develop, and deliver training programs to our mortgage loan processors and leaders, using a range of methods including virtual learning, in-person sessions, and on-the-job training.
  • Collaborate with team leaders and managers to ensure that training programs are comprehensive and effective.
  • Evaluate the effectiveness of training programs and make necessary improvements to ensure that they meet the needs of our mortgage loan processors and clients.
  • Develop and maintain training materials, including presentations, modules, and videos, for the topics like lodgment, servicing, Applyonline, pre and post settlement.
  • Stay up-to-date with industry trends and developments, and adjust training programs accordingly.
  • Assist in the onboarding process of new mortgage loan processors.
  • Monitor the technical skill progress of mortgage loan processors and support leaders to do individualised performance coaching with underperformers.
  • Maintain accurate records of training activities and provide regular reports to management.

Client Management

  • Develop and execute against client specific account plans
  • Understand client environment, how they interact with the clients, their use cases and value they get from using the platform.
  • Manage client engagement and other client feedback programs.
  • Work with implementation and onboarding managers when needed to ensure client expectations are set correctly and delivered against
  • Work with internal cross-functional teams to ensure high quality service delivery outcomes for clients.
  • Engage internal operations and service delivery teams to support client issues when needed, escalate if necessary.
  • Support with billing, accounting and payment related inquiries when needed.
  • Understand and drive best practices and scalability in client accounts.
  • Collaborate with and share best practices with other delivery managers and internal teams.
  • Understand contract scope and ensure that we deliver on, or there is a plan with client around managing the delivery of contract scope.
  • Act as voice of client inside by advocating for client value and service delivery experience, including raising and escalating issues proactively.

Team Management

  • Ensuring performance metrics of the team are achieved through effective leadership·
  • Providing training and coaching to staff using your knowledge in customer service and deep understanding of internal work processes, policies and procedures·
  • Interviewing and successfully onboarding new staff as the team grows·
  • Analyzing and reporting on productivity and other metrics, including insights and action plans to improve·
  • Handling escalations and issues as needed ·
  • Driving a high performing culture and positive working environment·
  • Promoting a collaborative and respectful team environment through effective and engaging leadership·
  • Performing other duties as assigned

Here are the reasons why you should join Intogreat:

  • Competitive Salary Package
  • HMO on day 1 w/ 2 Free Dependents
  • Group Life Insurance
  • Paid Leaves
  • Bereavement Assistance
  • Above Market Annual Appraisal
  • Work-life Balance & High Staff Engagement Culture
  • Long-term Development Plan Program
  • Free training courses
  • Cultural Training
  • Emerging Leaders' Program
  • High-end IT devices
  • Employee awards and events
  • Mental Health Reimbursement up to 20K

Job Types: Full-time, Permanent

Benefits:

  • Paid training

Schedule:

  • 8 hour shift
  • Day shift

Experience:

  • Client management: 2 years (Required)
  • Australian Mortgage Team Leader: 3 years (Required)
  • SME Mortagage: 3 years (Required)

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